Customer Engagement Management (CEM) is a discipline in which Customer Journey Design is combined with the necessary tools and instruments that optimize and integrate the various touch points of (potential) customers throughout their Customer Journey. This is made possible by the abundance of communications channels such as mobile apps, websites, Facebook pages, direct e-mails, QR codes, YouTube, etc. These media enable companies to listen carefully to the market and to better understand individual customers. Interactions with customers are managed more optimally with Customer Engagement Management. This truly engages the customer. O2b CEM solution comprises aspects such as Digital Marketing, Online Channel Optimization, xRM, Social CRM and Customer Insight. One by one tools that bring about your customer's engagement during their digital quest